KAIYA BENSON
Schertz
Summary
I’m a dedicated and adaptable with experience in call centers, remote customer support, and healthcare services. While pursuing my bachelor’s in healthcare administration, I’ve developed a hands-on approach to delivering thoughtful, detail-focused support in fast-paced environments. I’m skilled in managing sensitive information, resolving concerns with care, and improving day-to-day workflows. Known for my strong communication, problem-solving, and integrity, I’m looking to continuously grow in areas like claims processing, medical support, data analysis, or any role where I can make a real impact in healthcare.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Behavioral Health Therapist
Action Behavior Center
05.2025 - Current
- Implement individualized Applied Behavior Analysis (ABA) therapy programs directed by Board Certified Behavior Analysts (BCBAs).
- Work one-on-one with children between the ages of 18 months-8 years old to build communication, social, academic, and daily living skills.
- Collect accurate data during each session to track client progress and behavioral responses by utilizing Central Reach to submit to clients insurance.
- Reinforce positive behaviors and redirect challenging behaviors using evidence-based techniques.
- Collaborate with clinical team members and participate in ongoing training and development.
- Maintain professional boundaries and uphold ethical standards in accordance with HIPAA and ABC policies.
- Communicate effectively with parents and caregivers to support continuity of care and progress at home.
- Adapt therapy techniques to match each child’s learning style and developmental level.
Support Specialist (Remote)
Favor
06.2021 - 04.2025
- Provide technical and overall support to delivery drivers via phone, chat, and email.
- Document of delivery drivers’ inquiries and resolutions in a ticketing system.
- Ensure compliance with company policies regarding security protocols to drivers.
- Handled system escalations within Salesforce and Zendesk, collaborating with internal teams to troubleshoot and resolve high-priority technical issues promptly.
- Investigated driver payment issues by reviewing delivery data and accessing transaction information in Stripe to ensure accurate and timely payouts.
- Ensured timely communication and follow-through on escalated tickets to maintain user satisfaction and service quality.
Claims Representative (On-site)
Business Services Center (Contract-Based)
05.2020 - 06.2021
- Delivered chat and email-based support across diverse client accounts, consistently adapting to changing claim guidelines, policies, and industry standards.
- Provided HIPAA-compliant assistance on healthcare-related claims and benefits, ensuring confidentiality and clarity in communication with patients, members, and providers.
- Investigated and resolved member inquiries by navigating multiple healthcare platforms, knowledge bases, and ticketing systems to track claim status and ensure timely resolution.
- Analyzed appeal and supporting documentation, including Summary Plan Descriptions (SPDs), to assess the validity and eligibility of claims appeals in accordance with plan guidelines and regulatory standards.
- Drafted clear, concise appeal response letters when required, ensuring compliance with organizational policies and legal requirements.
- Documented appeal statuses, decisions, and supporting rationale in the QicLink system and related databases to ensure audit readiness and maintain data integrity.
Sales & Services (On-site)
Marriott Global Reservations
04.2019 - 03.2020
- Handled high-volume inbound calls to assist customers with global hotel reservations, modifications, and cancellations while delivering exceptional service in a fast-paced environment.
- Processed secure credit and debit card transactions for bookings, ensuring compliance with company policies and PCI regulations.
- Promoted and enrolled guests into the Marriott Bonvoy Rewards Program, effectively increasing brand loyalty and membership engagement.
- Resolved customer concerns with professionalism, empathy, and efficiency, maintaining high satisfaction and retention rates.
- Consistently exceeded monthly sales goals by offering upgrades, packages, and promotional rates to enhance the guest experience.
- Worked collaboratively in a performance-driven team environment, regularly receiving positive feedback for customer satisfaction and call quality.
Education
Bachelor of Science - Health Care Administration
Grand Canyon University
Phoenix, AZ03-2026
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Technical Support
- Microsoft/Computer proficiency
- Conflict resolution
- Claims processing
- Appointment scheduling
- CRM software proficiency
- Dispute resolution
- Call center experience
Certification
- Behavioral Technician (in process of taking exam for RBT)
- Registered Behavioral Technician Curriculum (40 hours)
- Behavioral Health Screening and Intervention (BHSI)
- HIPAA Compliance & Confidentiality
- Billing and Coding Fundamentals
- Accounting and Billing
- Adjuster Claims
Timeline
Behavioral Health Therapist
Action Behavior Center
05.2025 - Current
Support Specialist (Remote)
Favor
06.2021 - 04.2025
Claims Representative (On-site)
Business Services Center (Contract-Based)
05.2020 - 06.2021
Sales & Services (On-site)
Marriott Global Reservations
04.2019 - 03.2020
Bachelor of Science - Health Care Administration
Grand Canyon University
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